Get New 2022 Valid Practice Genesys Certified Professional GCP-GC-REP Q&A - Testing Engine
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NEW QUESTION 16
Which definition matches the performance and activity views for Queues?
- A. Used to view historical data only.
- B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- D. Used to monitor real-time contact center metrics.
- E. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.
Answer: C
NEW QUESTION 17
Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?
- A. Agents
- B. Interactions
- C. Queues Activity
- D. Skills Performance
Answer: D
NEW QUESTION 18
Which view displays current metrics and information about the queues if you have a membership?
- A. Queues
- B. My Queues Activity
- C. Queues Performance
- D. Queues Activity
Answer: D
NEW QUESTION 19
Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?
- A. Agents Wrap-Up Interval Detail
- B. Agents Schedule Detail
- C. Agents Wrap-Up Detail
- D. Agents Interactions Detail
Answer: C
NEW QUESTION 20
You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?
- A. Queue Wrap-up reports
- B. Queue Metrics reports
- C. Interaction Details reports
- D. Agent Metrics reports
Answer: B
NEW QUESTION 21
How can we monitor the real-time statistics for all queues?
- A. Performance > Queues Performance
- B. Performance > Queues
- C. Performance > Queues Activity
- D. Performance > My Queues Activity
Answer: C
NEW QUESTION 22
Which definition matches the performance view for Agents?
- A. Used to view historical data only.
- B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C. Used to monitor real-time contact center metrics.
- D. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- E. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
Answer: E
NEW QUESTION 23
After the report gets deleted, you can download it from the archived list.
- A. True
- B. False
Answer: B
NEW QUESTION 24
How is Service Level calculated by default?
- A. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100
- B. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
- C. (Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100
- D. (Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
Answer: C
NEW QUESTION 25
What is the time interval for tracking metrics in Genesys Cloud?
- A. 20 mins
- B. 30 mins
- C. 10 mins
- D. 40 mins
Answer: B
NEW QUESTION 26
Which report calculates a Monthly Service Level?
- A. Queue Wrap-up Summary Report
- B. Queue Metrics Interval Report
- C. Queue Metrics Report
- D. Queue Metrics Summary Report
Answer: D
NEW QUESTION 27
Select the available templates for adding widgets to a performance dashboard. (Choose four.)
- A. Chart
- B. Agent Status
- C. Text
- D. Grid
- E. Metric
- F. Interaction
Answer: A,B,D,E
NEW QUESTION 28
Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)
- A. Avg Handler
- B. Service Level%
- C. Transfer
- D. Offer
- E. Hold
- F. Avg Wait
- G. Answer%
- H. ASA
Answer: B,D,F,G,H
NEW QUESTION 29
Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)
- A. Review interactions in which an agent's performance varies significantly from the average.
- B. Identify opportunities for improvement.
- C. Coach the agent on positive behaviors such as better call control.
- D. Train the agent to reduce handle time.
- E. Focus on numerical results, which tend to encourage desirable results.
- F. Learn the reason for long or short interactions.
Answer: A,C,D,F
NEW QUESTION 30
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GCP-GC-REP Braindumps Real Exam Updated on Jan 27, 2022 with 35 Questions: https://practicetorrent.exam4pdf.com/GCP-GC-REP-dumps-torrent.html
